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"Practice centred not person centred"

About: Cross Hills Group Practice

Filled in e consult yesterday as thought I was being helpful by reducing practice workload. Received prompt email this morning with link to online info I’d already read. Spent 20mins phoning surgery to book GP tel appt. Phoned by receptionist at 5.55pm to be told GP too busy to speak to me and my problem is not urgent. It is urgent to me as I have barely slept for 2 weeks due to my condition and can barely function. It’s the day before a long bank holiday weekend so now can’t ring GP until Tuesday and receptionist has told me not to ring then either as they will be manic that day so it will be practically another week before I get any treatment. I appreciate it is busy but I work in the NHS and I hope that I have never left a patient feeling like they don’t matter. This is on top of a week where I have had delays in my prescription as told I needed blood tests that weren’t required and then needed a review on another item which I didn’t know anything about until I went to collect my prescription and it wasn’t at the pharmacy. This required 3 phone calls and approx 1.5 hours to sort out getting through to the surgery. I know practice staff may have been working hard during the pandemic but so have I, including working on wards with Covid positive patients. Is the practice using Covid as an excuse for poor service?

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Responses

Response from Cross Hills Group Practice 5 months ago
Cross Hills Group Practice
Submitted on 16/08/2021 at 08:40
Published on nhs.uk at 16:47


Thank you for taking the time to review our practice on NHS Choices.

We are sorry that you have been having issues, we would really like to look into this matter further so we are able to resolve. If you would like further help, please email awcmodality.complaints@nhs.net with your full details and description of the issues.

Many thanks

Cross Hills Group Practice

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